Ticket Bouncing - the most impactful ITIL metric?

Presented by

Pasi Nikkanen (CGO)

About this talk

Ticket bouncing, commonly known as ticket reassignment, is where an IT incident or request ticket is passed from one team to another, before its resolution. This has a dramatic effect on lost work time for the end-user, as well as happiness, productivity, resulting in greater costs and reduced business value. In fact, it has such an effect that we believe this could be one of the most important ITIL metrics to improve. In this episode, Pasi divulges how HappySignals measures the impact of reassignment counts on happiness, productivity and cost, as well as customer testimonials from Refinitiv on how they approach this major conundrum many businesses face.

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HappySignals is an Employee Experience Management Platform for IT that makes experience data visible, understandable, and connected to operational data in IT, enabling enterprises to change their culture to be more open, outcome-focused, and data-driven. We discover the experiences of over 2 million employees in 130 countries. Our customers have been able to make employees happier and increase productivity by 26% on avarage. For more information, visit www.happysignals.com.